Judging by appearances, there seems, in certain areas at least, to be some evidence of a trend towards legal service delivery with a consumer focus in Australia.
Mediation appears to be one of those areas. In fact, ADR, which is a product of different social pressures, has in a sense been a ‘leader’ in consumer-oriented legal service delivery. For example, mediation is said to be ‘person-centred’, unlike litigation, and is voluntary and consensual rather than imposed and coercive. User-friendliness is, undoubtedly, a basic component of consumer-oriented (or user-centred) legal service delivery.
"Is ADR part of a movement towards consumer-oriented legal services in Australia?,"
1, Article 1.
Available at: http://epublications.bond.edu.au/adr/vol1/iss1/1